Everything you need to know about
payment refunds

Refund policy

A customer may request a refund of a top-up amount as long as none of the balance has been used in any operation on the platform. The refund request has to be submitted within 14 days of the top-up date at the latest.

Processing fees

Payment processing fees are deducted from the refunded amount. The fee is either a fixed amount (5 EGP) or a percentage of the top-up amount, to cover the costs charged by the banks and the online payment services.

End of the refund window

Once the set period (14 days) from the top-up date has passed, the customer is no longer entitled to a refund of the amount for any reason.

How the refund is carried out

A refund request is reviewed within 3 business days of being submitted, and once approved the amount is transferred within 7 business days of the approval date at the latest.